Grievance Officer - Compliance Specialist V - Hybrid Working Arrangements

This position is open to current Colorado residents only.
Please note: This recruitment may be used to fill multiple vacancies.

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Hybrid. Predominantly telework with a minimum of one in-person meeting a month. This is subject to change due to the BHA's need.

Please note: These Working Arrangements are subject to change.

About this Unit:
This position is located within the Behavioral Health Administration (BHA) which is responsible for policy development, service provision and coordination, program monitoring and evaluation, and administrative oversight for the public behavioral health system. The BHA funds, supports, and monitors numerous mental health and substance abuse community programs and providers; reviews and designates the State's 27-65 providers; and licenses substance use disorder service providers, Controlled Substance Licensing, and Recovery Support Services Organizations. The BHA executes the State's federal responsibilities as the State Mental Health Authority and the State Substance Abuse Authority for the purposes of administering federal mental health and substance abuse block grant funds.
Additionally, the BHA leads and promotes the State's behavioral health priorities, ensures that behavioral health services respond to the changing needs of communities, monitors State and local data, and continuously evaluates State efforts. In collaboration with other state agencies, the BHA is accountable for the delivery of behavioral health services in Colorado. It bestows a streamlined and efficient government approach to support quality care while minimizing the burden on providers so that they can focus on service delivery. The BHA is responsible for behavioral health policy development and effective collaboration with cross-sector partners working in and around the behavioral health system and along the continuum from prevention to treatment and recovery. The BHA works in partnership with State agencies to reduce bureaucracy and fragmentation.
This position sits within the Quality and Standards Division within the BHA and reports directly to the Associate Director of Enforcement and Grievances. The Quality and Standards Division oversees the licensing and designation activities on behalf of the BHA and receives and investigates grievances submitted to the BHA through complaints and critical incident reporting.
Summary of Job Duties:
This position is a senior authority possessing a unique level of knowledge and expertise regarding BHA grievances.

• This position is the senior authority on the creation, maintenance, and fostering of the BHA-wide grievance system created pursuant to 27-50-108, C.R.S.
• This position is the senior authority in the design strategy, systems, processes, guidelines, rules, and standards that govern the receipt, investigation, and response to grievances within the Quality and Standards Division.
• This position coordinates with and provides backup for the BHA Ombudsman Liaison with the receipt, logging, and distribution of reports of concerns, complaints, and potential violations.
• This position supports the Licensing and Designation team with grievances and licensing investigations with duties including but not limited to record requests, record reviews, participation in site visits, interviews of licensee staff or other persons with knowledge, reviewing and commenting on licensing report drafts, and issuing correspondence regarding the conclusion of grievances.
• This position supports the Enforcement Manager in preparing an Annual Grievance Report and other reporting as needed.

Policy and Procedure Development and Conducting Grievance Investigations:
This position is responsible for developing policies and procedures around BHA grievance receipt and response. This requires ongoing communication with stakeholders both internal and external to the BHA to understand and respond to grievance challenges.

• The BHA relies on this position to champion the policy direction decisions around grievances to be chosen by the BHA. This position designs the strategy, systems, processes, guidelines, rules, and standards for the BHA grievance processes.
• This position issues expert opinions that provide direction for further action by licensing managers in grievance investigations.
• Maintains an accurate and up-to-date understanding of current federal and state laws and policies related to behavioral health.
• Assists with tracking inquiries, complaints, grievances, and concerns to resolution.
• Assists BHA licensing managers with the completion of BHA grievance investigations. This may include making record requests; assisting in record reviews; joining in virtual meetings; participating in site visits; interviewing patients, agency staff, or other persons with knowledge; assisting with the drafting of licensing reports or adverse action documents; and communicating/corresponding with those who submit grievances and licensed agencies.
• Coordinates with and backs up the BHA Ombudsman Liaison in grievance tracking, investigation coordination with the BHA licensing team, and issuance of correspondence regarding the resolution of grievance investigations.
• Uses native and unique systems expertise, critical to the success of BHA, to generate case-specific solutions that did not previously exist.

Assistance in Other Licensing Investigations and Adverse Actions:
This position is responsible for supporting other investigations related to the licensing and designation work within the BHA.

• Assists BHA licensing managers and the Enforcement Manager with the completion of BHA licensing investigations initiated outside the grievance process. This may include making record requests; assisting in record reviews; joining in virtual meetings; participating in site visits; interviewing patients, agency staff, or other persons with knowledge; assisting with the drafting of licensing reports or adverse action documents; and communicating/corresponding with those who submit grievances and licensed agencies.
• BHA rules, statutes, and policies are complex and evolving. These duties require the Grievance Officer to keep up with changing requirements and expectations and to effectively apply this knowledge into the process of advising and assisting with adverse actions.

This position may be called upon to perform tasks or undertake special assignments or projects deemed necessary by BHA, but not specifically referenced in the above duties.

• Eight years of experience in regulatory and/or quality assurance or other related work.
• Please note: This experience must be clearly documented on your application and the supplemental questions must be answered.

Option 2 (Substitutions)

• Bachelor's degree from an accredited institution.
  
• Four years of professional experience in regulatory and/or quality assurance or other related work.
  

OR

• Appropriate education will substitute for the required experience on a year-for-year basis

• Additional appropriate experience will substitute for the degree requirement on a year-for-year basis.

Preferred Qualifications:

• Experience with investigations, grievances, and complaints

• Experience in behavioral health

• Legal experience in a regulatory capacity

• Strong written and verbal communication

• Stakeholder engagement and policy experience

• Master's degree or Juris Doctor

Conditions of Employment:

• Frequent travel is required for Site Visits within the State of Colorado and to headquarters as needed; may be required to complete overnight travel, infrequent extended travel, or travel outside of Colorado.
• This position is designed as hybrid; employees must maintain a home office, internet, and possibly phone to complete required job duties or report to the office
• Standard Background - Name check, TRAILS, CMS and JBITS
• Former State employees who were disciplinarily terminated or resigned in lieu of termination must disclose the information on the application and provide an explanation why the prior termination or resignation should not disqualify the applicant from the current position. Absent extraordinary circumstances, prior disciplinary termination or resignation in lieu of termination will disqualify the applicant from future State employment with CDHS.

APPEAL RIGHTS:
If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.
An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email (dpa_state.personnelboard@state.co.us), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department's action.
For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board; go to spb.colorado.gov; contact the State Personnel Board for assistance at (303) 866-3300; or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.
A standard appeal form is available at: www.colorado.gov/spb. If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. The ten-day deadline and these appeal procedures also apply to all charges of discrimination.

How to Apply

The Assessment Process

For additional recruiting questions, please contact Amber.Holcomb@state.co.us

About Us:

If your goal is to build a career that makes a difference, consider joining the dedicated people of the Colorado Department of Human Services (CDHS). Our professionals strive to design and deliver high quality human and health services that improve the safety, independence, and well-being of the people of Colorado. In addition to a great location and rewarding and meaningful work, we offer:

• Strong, secure, yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan www.copera.org plus 401(k) and 457 plans
• Medical and dental health plans
• Employer supplemented Health Savings Account
• Paid life insurance
• Short- and long-term disability coverage
• 11 paid holidays per year plus vacation and sick leave
• BenefitHub state employee discount program
• Employee Wellness program MotivateMe
• Excellent work-life programs, such as flexible schedules, training and more
• Remote work arrangements for eligible positions

*Some positions may qualify for the Public Service Loan Forgiveness Program. For more

information, go to https://www.colorado.gov/pacific/dhr/student-loan-forgiveness-programs.

Our Values:

We believe in a people-first approach: To serve the people of Colorado, we develop a culture and work environment that creates an energized, inspired, and healthy team capable of giving their best to Coloradans.

Balance creates quality of life: We want our team to be resilient through a supportive workplace that values flexibility, health and wellness, and employee engagement.

We hold ourselves accountable: We take responsibility through our actions, programs, and results for the state of health and human services in Colorado.

Transparency matters: We are open and honest with employees, our partners, the Coloradans we serve, and the public.

We are ethical: We abide by what is best for those we serve by doing what is right, not what is easy.

Collaboration helps us rise together: We work together with all partners, employees, and clients to achieve the best outcomes for Coloradans.

We are committed to increasing the diversity of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of diverse backgrounds and abilities.

ADAA Accommodations:CDHS is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, Nancy Schmelzer, at cdhs_ada@state.co.us or call 1-800-929-0791.

~THE STATE OF COLORADO IS AN EQUAL OPPORTUNITY EMPLOYER~